Sam Klaidman

Effective use of information has become a critical business advantage and marketplace differentiator. It is estimated that analytics-focused organizations see a third more revenue and 12 times better performance than those who aren’t. This paper is intended for anyone struggling to take action with their current data sets to better leverage their data in making and implementing informed business decisions. It is especially useful for managers and executives in small and mid-sized businesses… Show more

Effective use of information has become a critical business advantage and marketplace differentiator. It is estimated that analytics-focused organizations see a third more revenue and 12 times better performance than those who aren’t. This paper is intended for anyone struggling to take action with their current data sets to better leverage their data in making and implementing informed business decisions. It is especially useful for managers and executives in small and mid-sized businesses (SMBs) that may not yet be ready to implement full-featured enterprise software, but know they need a better way forward than what they are doing now. Show less

This article describes the content, importance and implication of having a retention strategy and shows why it belongs in your overall business strategy.

To maximize organic growth, businesses must acquire new customers and get existing customers to stay with them and buy more products and services. Sounds simple, doesn’t it?

If it were, though, we wouldn’t hear so much about businesses declaring bankruptcy or planning layoffs. When determining a company’s potential for organic growth and long-term sustainability, I try to look at these five metrics:

1. Percent of customers highly likely to refer

2. Percent of customers… Show more

To maximize organic growth, businesses must acquire new customers and get existing customers to stay with them and buy more products and services. Sounds simple, doesn’t it?

If it were, though, we wouldn’t hear so much about businesses declaring bankruptcy or planning layoffs. When determining a company’s potential for organic growth and long-term sustainability, I try to look at these five metrics:

1. Percent of customers highly likely to refer

2. Percent of customers highly likely to repurchase the same products or services

3. Percent of customers highly likely to purchase other products or services

4. Ratio of new sales to repeat sales

5. Percent of sales from referred prospects

Please read the complete article to get behind these metrics. Show less

From an internal process perspective, you should ask, “How complex is our business?” This means taking a fresh, objective, impartial look at how your business is organized, and how it goes about its day-to-day operations.

In a world where service is the key differentiator and companies earn loyalty through engaged-employees who in turn engage customers, the absence or low levels of employee-engagement are devastating. Regardless of the type of call center or the strategy, what has become a key to success is the level of employee engagement. In this article you will learn seven key elements that are needed to manage, improve, motivate, and sustain employee engagement.

This article demonstrates that through a complimentary balance of quantitative questions supported by a reasonable level of open-ended questions, you are able to gain important insights and report immediate scorecard results and findings to gain quick attention and then have the backing information you need. Once a company begins to gain actionable insights from verbatim comments, they will probably expand their horizons and begin to seek the same kind of information from other sources.